criss_cross2d ago

HP realizes that mandatory 15-minute support call wait times isn’t good support

https://lemmy.world/post/44521973

HP realizes that mandatory 15-minute support call wait times isn’t good support - Lemmy.World

> In an odd approach to trying to improve customer tech support, HP allegedly implemented mandatory, 15-minute wait times for people calling the vendor for help with their computers and printers in certain geographies. > Callers from the United Kingdom, France, Germany, Ireland, and Italy were met with the forced holding periods, The Register [https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/] reported on Thursday. The publication cited internal communications it saw from February 18 that reportedly said the wait times aimed to “influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”

Show threadmechoman4441d ago

HP is one of those companies whose products you can easily avoid. I don’t understand their dominance in the printer market, or why people continue to buy their products when many of them are objectively poor. I also don’t recall a time when HP had a particularly strong reputation to begin with.

At this point, most competitors offer better alternatives than HP.

Show threadBillegh
There are better printers than HP, but they have a solid niche where they’re the least expensive enterprise printers that aren’t entirely garbage.
Mar 21 at 5:16pmWeb
Show threadJcbAzPx19h ago
Least expensive until you have to buy ink or toner.
Show threadBillegh4h ago

Not necessarily. Epson has good support in the enterprise area, but their toner is just as bad as HP’s. And don’t even get me started on Lexmark.

Again, their home stuff is a different story. But once you cross over into “lol business” things change.